I just wanted to say Kudos to Velma out of the Phoenix customer service office. She is a rockstar for Southwest. Yesterday was a hotmess for all and after 4+ hours of holding, to try to rebook my grounded Max flight. (I held for two hours and somehow my call got dropped, and then held for an additional 2 hours.) Velma was an angel and Southwest is so lucky to have emloyees like her. She was genuinely kind and compassionate. She made me feel like she cared about me as a person. I suspect she is this way with every person she helps, all day long. She asked me why I was traveling and loved my story. I really want to thank Velma and to share with her how much her excellent customer service meant to me. Perhaps one day I can invite her to the wedding. She will know what that means:)
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I rebooked my original flight that was canceled for tomorrow. This evening while packing received a text sharing that my rebooked flight was cancelled. I went to the provided link. I am guessing that the site crashed. I held for 2 hours when my call was dropped. SW are you kidding me. So at this point there isn't anything available to "rebook my flight", and the one or two flights that show are not reliable information. I am so disappointed. I can't believe that the top dogs did not see this coming and left their employees and customers twisting in the wind. Eventually, I will get over being upset about not getting out on my flight to take my trip that has been planned for three months. But I don't think I will get over the disappointment from their leadership. I wonder how long it will take before I actually get to speak with a person?
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